Crystalpalace Man And Van Terms and Conditions
These Terms and Conditions apply to all services supplied by Crystalpalace Man And Van, including man and van removals, furniture transport, light delivery work, loading and unloading assistance, and related moving services. By making a booking, the customer agrees to be bound by these terms, which are designed to set out the responsibilities of both parties in a clear and practical way. For the purposes of these terms, the words "we", "us" and "our" refer to the service provider, and "you" or "the customer" refer to the person or business requesting the service.
The customer is responsible for ensuring that all information supplied during the booking process is complete, accurate and up to date. This includes, where relevant, the type and quantity of items, access conditions, parking arrangements, collection and delivery addresses, floor levels, and any special handling requirements. Accurate information helps us allocate the right vehicle, crew size and time slot, and any omission or error may affect pricing, timing or the ability to complete the job safely.
A booking becomes valid only when it has been accepted by us, whether by written confirmation, email, message, or verbal acceptance followed by a record of the agreed service. Until a booking is confirmed, availability cannot be guaranteed. We may refuse or amend a booking if the requested service is unsuitable, unsafe, unlawful, or outside our operational scope. We may also request additional details before confirming any move, especially where access is limited, the load is unusually heavy, or the collection includes items needing special handling.
The customer must be available, or must have arranged an authorised representative, at both the collection and delivery points to confirm instructions, inspect items, and sign or otherwise approve any relevant paperwork if required. If no authorised person is present, we may proceed using reasonable instructions previously given, or we may delay, reschedule, or cancel the service if necessary. Any delay caused by missing access details, incorrect addresses, blocked entry, parking issues, or unavailable recipients may be charged as waiting time or as an additional attendance fee.
Payments are due according to the quote or booking confirmation provided for the specific service. Unless otherwise agreed in writing, payment terms may require a deposit, full prepayment, payment on completion, or payment within a stated period after service. We may accept bank transfer, card payment, cash, or other agreed methods, but acceptance of one method for one booking does not mean it will be accepted for all future bookings. Where a deposit is requested, the booking may not be reserved until the deposit has cleared.
All prices are based on the information supplied at the time of booking. If the actual work differs from the description provided, the price may be adjusted to reflect the additional time, labour, mileage, vehicle size, congestion, waiting, carrying distance, dismantling, reassembly, or any other reasonable factor. Any quoted fee may be amended where the scope of work materially changes, including when the customer adds items at short notice or the job takes longer because of access limitations. In the event of non-payment or late payment, we reserve the right to suspend future services, recover sums due, and charge reasonable costs incurred in collection.
If the customer wishes to cancel or rearrange a booking, notice should be given as soon as possible. Cancellation charges may apply depending on how much notice is provided and whether work has already begun. For example, if the vehicle, crew, or other resources have been allocated, a cancellation fee may reasonably reflect the loss of time and opportunity. If cancellation occurs after arrival or once loading has started, the full service charge or a substantial portion of it may still be payable. Where a deposit has been paid, it may be retained in whole or in part to cover administrative and operational costs.
We may cancel, postpone or terminate a job where performance becomes unsafe, unlawful, materially different from what was agreed, or impossible due to circumstances beyond our control. Such circumstances may include severe weather, road closures, accidents, vehicle breakdown, strike action, illness, security concerns, or failure of the customer to provide access or accurate information. In these cases, our liability is limited to refunding any sums paid for service not provided, less any reasonable costs already incurred, unless the law requires otherwise.
Customers are responsible for ensuring that items are suitably prepared for transport. This includes securing drawers and doors, protecting fragile objects, disconnecting appliances where appropriate, removing loose fittings, and arranging safe access to lifts, stairways and entrances. We may refuse to move items that are dangerous, leaking, inadequately packed, or likely to cause damage to property or injury to persons. Where we agree to handle such items, we do so on the basis that the customer has disclosed the nature of the risk and accepted the associated responsibility.
Liability is limited to losses directly caused by our negligence or breach of contract, and only to the extent permitted by law. We will take reasonable care when handling goods, but we are not responsible for pre-existing damage, hidden defects, inadequate packaging, normal wear and tear, or damage caused by the customer’s instructions. We are also not liable for indirect or consequential losses such as missed appointments, loss of earnings, emotional distress, business interruption, or loss of opportunity, except where such exclusion is prohibited by law.
Where goods are transported, the customer should ensure that any high-value, irreplaceable, delicate, or sentimental items are declared in advance and protected appropriately. Unless specifically agreed, we do not accept responsibility for the internal contents of drawers, cupboards, bags, boxes, or sealed containers. It is the customer’s duty to remove personal documents, cash, jewellery, electronic data storage devices, and other valuables before the move begins. Any claim for damage or loss must be reported within a reasonable time and supported with evidence, including photographs, receipts, or other proof where available.
If we provide additional support such as dismantling, reassembly, or placement of furniture, we will use reasonable care and professional judgment. However, we do not guarantee that all items can be dismantled and rebuilt without risk, particularly where the item is old, already weakened, or assembled with non-standard fixings. The customer accepts that some furniture and fittings may not withstand repeated movement. We may decline to move items that appear unsafe, excessively heavy, or likely to damage property, even if they were included in the booking estimate.
All waste removed as part of any service must be handled in accordance with applicable UK waste regulations. This includes the duty to prevent illegal dumping, improper transfer, and unlicensed disposal. Where we collect rubbish, unwanted household items, packaging, or mixed waste, the customer must accurately describe the waste type in advance. Crystalpalace Man And Van may refuse waste that is hazardous, clinical, chemical, asbestos-containing, pressurised, or otherwise subject to special controls unless prior arrangements have been made and all legal requirements are met.
The customer confirms that they are the lawful owner of any waste or discarded items presented for removal, or that they have permission from the owner to arrange disposal. The customer must not use our service to dispose of items that are stolen, fly-tipped, contaminated, or unlawfully stored. We may ask for confirmation of waste origin or request additional details where required to comply with legal obligations. Any false declaration about waste content, source, or condition may result in the service being stopped, additional charges, or referral to the relevant authorities where appropriate.
We reserve the right to separate, sort, or reject waste if required for compliance with the law, safety standards, or disposal conditions imposed by a licensed facility. Charges may vary depending on the type, volume, weight and handling requirements of the waste. The customer agrees that any extra cost arising from undisclosed waste, restricted materials, or time spent complying with regulations may be added to the final invoice. The customer is also responsible for ensuring that waste transfer documentation or other records are completed if legally required.
Any estimate provided by Crystalpalace Man And Van is based on the information available at the time and is not automatically fixed unless expressly stated as a fixed-price agreement. Time estimates are approximate and may vary due to traffic, access, loading conditions, weather, waiting time, and the conduct of third parties. If a job extends beyond the agreed duration for reasons outside our control, further charges may apply at the prevailing rate or as otherwise stated in the booking confirmation.
The customer must ensure that parking, permits, access arrangements, and any building management requirements are in place before the service begins. If parking tickets, fines, penalties, tow charges, or enforcement costs arise because the customer did not arrange suitable access or provided incorrect information, the customer will be responsible for those costs. We may, at our discretion, refuse to undertake a move where parking or access arrangements make the service impractical, unsafe, or likely to breach any law or regulation.
These terms may be updated from time to time. The version in force at the time of booking will apply to that booking unless a later version is agreed in writing. If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. No waiver of any breach or default shall operate as a waiver of any later breach or default.
These Terms and Conditions, and any dispute or claim arising from or connected with them, shall be governed by and construed in accordance with the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute, claim or matter arising under or in connection with the services, except where the law grants the consumer the right to bring proceedings elsewhere. Nothing in these terms is intended to reduce statutory rights that cannot lawfully be excluded or limited.
If a customer is a business, they confirm that any goods, waste or property handled are used or requested in the course of trade or business where applicable, and that they have authority to instruct the service. Business customers remain responsible for ensuring that all workplace rules, access protocols and health and safety requirements are disclosed before the booking begins. Any additional insurance, risk assessment, or documentation required for business work should be requested in advance and may incur extra charges.
By proceeding with a booking, the customer acknowledges that they have read, understood and accepted these Terms and Conditions. The customer also confirms that they are legally entitled to instruct the move, that the information provided is accurate, and that they will cooperate with reasonable instructions to ensure safe completion of the work. These terms are intended to support a fair, lawful and efficient service, while protecting both the customer and Crystalpalace Man And Van from avoidable disputes and misunderstandings.